Customer Service

FAQ

General Information

Metrolink is often times mistaken for Metro, the Los Angeles Metropolitan Transportation Authority. Metrolink is a separate agency that operates service on seven regional lines: Ventura County, Antelope Valley, San Bernardino, Riverside, Orange County, Inland Empire-Orange County, and 91 Perris Valley. Metro operates buses, subway (Red and Purple Lines), and light rail (Blue Line to Long Beach, Green and Gold Lines). For more information on Metro, please visit www.metro.net.

Metrolink monitors ridership trends closely through ticket/pass purchase data. These data are used to calculate load factors for each train—passenger cars are allocated based on load factors.

Some riders have the perception that the train(s) they ride on have an exclusive set of equipment. However, each train set operates as several different trains throughout the day, and some operate on more than one line—although a train set may have vacant seats on one leg of a trip, on other legs it might be at or close to capacity. This procedure maximizes fleet use and reduces operational costs.

We acknowledge our responsibility to get passengers to their destination station if there is a significant delay. We provide back-up services in the case of extensive delays; we deploy other trains and/or buses for our passengers. However, since we do not own or operate a bus fleet, we contact local bus companies to assist us. We will continue to provide alternate transportation in these instances.

Metrolink train status updates are currently available via Twitter from 4:00 a.m. to 11:30 p.m., Monday through Friday and 6:00 a.m. to 11:00 p.m., on weekends. Updates include trains status changes that affect the published schedules by 10 minutes or more.

Metrolink is not responsible for lost or stolen personal belongings on the trains or on the platforms. However, if an item is turned-in to us, it is secured at the Metrolink Information Booth in L.A. Union Station.

If an item found on a train with a destination other than Los Angeles, found items are secured in lock boxes at end point stations and transported weekly to the Union Station Lost and Found where they are logged in.

To pick up a Lost and Found item, go to our Information Window at Union Station. The Lost and Found is open from 8:00 a.m. to 11:00 a.m. and from 12:00 p.m. to 2:00 p.m. Monday through Friday. Outside of these hours, call our 800 number to request an appointment to pick up. A photo ID is required. Unclaimed items are donated to charity after 30 days.

The Special Assistance Request Program is provided by the Passengers Services Department and offers commuters instruction about how to ride the train and make connections, to use the Automated Ticket Vending Machines and ticket validators. To learn more about this program or to request assistance, please call (800) 371-5465 (LINK) or (800) 698-4TDD (4833) for people with speech or hearing disabilities.

For assistance at an outlying station, with 48 hours advance notice, a Metrolink Field Service Representative can be scheduled.

For assistance at Los Angeles Union Station, 48 hour advance notice may not be required.

Please note that Special Assistance is based on availability of staff and is not for baggage handling or ongoing help once training has been provided.

Metrolink is the rail system that operates commuter trains in the six southern California counties of San Bernardino, Riverside, Ventura, Orange, Los Angeles and North San Diego to Oceanside. Amtrak is the National Passenger Railroad that operates passenger trains across the United States.

In September 2002, Metrolink and Amtrak introduced Rail 2 Rail® Program. As part of Rail 2 Rail®, Metrolink monthly pass holders may travel on most Amtrak Pacific Surfliner train or buses within the trip limits of their pass, at no additional charge. Travel does NOT include Coast Starlight trains. Click here for additional information on Rail 2 Rail®.

Bicycles are allowed on Metrolink trains. There is room for three bicycles in all train cars and they must be secured in the Velcro straps, which are located on the first level at the end opposite the restroom. In addition, Metrolink Bike Cars are designed to hold 9 bikes on the lower level and are visible by a yellow decal on the side of the train.

At the conductor’s discretion, if space is not available, the conductor may require a bicyclist to relocate the bike to a different car or wait for a later train. Please remember that Metrolink is a first come, first-served system. Conductors may request, but cannot force already seated passengers to relocate to other vacant seats.

Bikes must be clean and free of projections that could cause damage to other riders or the train.